Providing Goods and Services to People with Disabilities
West Toronto Kia strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.
West Toronto Kia is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:
When communicating with a person with a disability, the Dealership will do so in a manner that takes into account the person’s disability. The Dealership commits to provide training on customer service to all current and future employees. This training will, in particular, include how to interact and communicate with persons with various types of disabilities.
We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate with customers in a way that takes into account their specific disabilities if telephone communication is not suitable to their communication needs or is not available.
Assistive devices, Support Personnel, Service Animals
We are committed to serving people with disabilities who use assistive devices, are accompanied by a support person or service animals to obtain, use or benefit from our goods and services.
Notice of temporary disruption
West Toronto Kia will provide customers with notice in the event of a planned or unplanned disruption in the facilities or services usually used by people with disabilities. This notice may include information about the reason for the disruption, anticipated duration, and a description of alternative facilities, if any or services, if available.
The Dealership shall provide training on AODA customer service to all current employees
Such training shall include:
A review of the purposes of the AODA and the requirements of the Accessibility Standards for Customer Service;
- How to interact and communicate with persons with various types of disabilities;
- How to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or a support person;
- How to use the available equipment or devices that may assist with the provision of services to persons with disabilities;
- What to do if a person with a disability is having difficulty in accessing Dealership services;
- How to develop and review policies, procedures and practices relating to the provision of services to persons with disabilities.
Staff will be trained on an ongoing basis when changes are made to these policies, practices and procedures. West Toronto Kia will maintain records of training.
Feedback about the delivery of services to persons with disabilities is welcomed, as it may identify areas that require change and assist in our goal of continuous service improvement. Such feedback may be by telephone, in person, in writing or by delivering an electronic text via email, or otherwise. The Dealership will make best efforts to provide a response in the same format in which the feedback was received.
Where possible, feedback will be addressed immediately. Some feedback may, however, require more effort to address and may need to be reviewed before an action is taken. The Dealership will respond within 21 working days.
Feedback may be provided directly to the Dealership concerned by contacting Human Resources at (416) 787-9789 or in person, in writing or via email at firstname.lastname@example.org
Questions about this policy
This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy please contact West Toronto Kia’s Human Resources Manager.
This policy may be made available in alternative formats upon request.